# Support
Need help with SurfVault? You're in the right place.
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## Contact us
Email: logan@surf-vault.com
We respond to most questions within 1–2 business days.
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## Frequently asked questions
### Getting started
What is SurfVault?
SurfVault is a platform for surf photographers to upload surf session photos and for surfers to find photos of themselves. Photographers create sessions tied to specific surf breaks and dates; surfers browse sessions at breaks they've surfed and request access to the photos they want.
How do I create an account?
Download SurfVault from the App Store or go to app.surf-vault.com. You can sign up with Apple, Google, or email and password. After signing in, you'll be walked through picking a handle, choosing whether you're a Surfer or Photographer, and setting your profile visibility.
What's the difference between a Surfer and a Photographer account?
Both account types can browse sessions, favorite surf breaks, and message others. Photographer accounts can additionally upload photos, create sessions, organize photos into groups, and get discovered in the photographer directory.
Do I need a subscription?
No. Free accounts can do everything in the app. Paid plans (available at app.surf-vault.com) increase your photo storage limit.
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### Photos and sessions
How do I upload photos?
On mobile, open the Session tab (+) and follow the prompts. On the web, go to /upload. You'll pick a surf break, a date, and then select photos from your device or Google Drive.
Why are photos I'm looking at blurred or watermarked?
Photos shown in the app are low-resolution watermarked previews. If you'd like the original, you need to either own the session (be the photographer) or have an approved access request from the photographer.
How do I request access to a photographer's photos?
Open their profile and tap "Request Access". The photographer will be notified and can grant you full access to view and download originals. Access can be time-limited or unlimited.
How do I download photos I've been granted access to?
On mobile, open the session and tap any photo → tap the download icon. You can also download them directly to your Photos library from the session menu → Save Photos. On web, use the download button on the session page.
Why can't I see some sessions on a photographer's profile?
The photographer may have marked their profile as Private. Their profile is still discoverable, but their sessions require an approved access request to view.
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### Profile and settings
How do I change my handle?
Go to Profile → Edit Profile on mobile, or the Edit Profile page on web. You can change your handle at any time.
How do I make my profile private?
Go to Profile → Edit Profile → toggle the "Private" switch. Your profile stays discoverable, but sessions and photos require access requests.
How do I update my profile picture?
Profile → Edit Profile → tap the avatar at the top of the screen.
How do I edit my status note?
On your profile, tap your status bubble to edit. Status notes expire automatically after 7 days.
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### Notifications and messages
Why am I not receiving push notifications?
Make sure notifications are enabled in your device's Settings app under SurfVault. If it's never asked, open SurfVault and the in-app "Stay in the loop" prompt will request permission.
How do I send someone a message?
Open their profile and tap the "Message" button. From your Messages tab, you can continue any existing conversation.
Someone's profile shows "Deleted User" — what happened?
That user closed their account. Past messages from them are preserved so you don't lose the conversation, but you can't send new messages to them.
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### Location and discovery
Why does SurfVault ask for my location?
Location is only used to show you nearby surf breaks, photographers, and sessions on the Home and Map tabs. You can deny or revoke this permission anytime in your device settings; the app works without it, you just won't see "nearby" recommendations.
How do I find a specific surf break?
Use the search at the top of the Home or Map tab. You can also browse the full directory under the Surf Breaks section.
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### Subscriptions and billing
Where do I manage my subscription?
All billing is handled on our website at surf-vault.com. Log in, then go to the Plans page to view, change, or cancel your subscription.
Can I subscribe from the mobile app?
No — subscriptions are only available on the web. You can still use a paid plan's benefits on mobile once you've subscribed on the website.
How do I get a refund?
Email logan@surf-vault.com with your account handle and the reason for the refund. We handle refund requests on a case-by-case basis.
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### Account deletion and data
How do I close my account?
On mobile: Profile → ellipsis menu → Account → Close Account.
On web: Plans page → Close Account section at the bottom.
What happens when I close my account?
- Your account is scheduled for permanent deletion in 30 days.
- Your profile is hidden from other users.
- Any paid subscription is set to cancel at the end of your current billing period.
- You can log in during the 30-day grace period to cancel the deletion and restore your account.
- After 30 days, all your photos, sessions, and account data are permanently deleted.
Can I export my photos before my account is deleted?
Yes — during the 30-day grace period you still have full access to your account. Download any photos you want to keep from the session page.
How do I cancel a pending deletion?
Log back in — a banner at the top of the screen will show you how many days remain and let you cancel with one tap. If you cancel before your billing period ends, any paid subscription continues normally.
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### Troubleshooting
The app is crashing or frozen — what do I do?
Try these in order:
1. Force-quit the app and reopen it.
2. Restart your device.
3. Make sure you're on the latest version (check the App Store).
4. If it's still happening, email us with your device model, iOS version, and a short description of what you were doing when it crashed.
Photos I uploaded aren't showing up.
Uploads process in the background. Refresh the session page after a minute or two — previews and thumbnails take a moment to generate. If they're still missing after 10 minutes, contact support.
I forgot my password.
On the login screen, tap "Reset password". A reset link will be emailed to you. If you signed up with Sign in with Apple or Google, you don't have a password — just use the same sign-in method.
I can't sign in with Apple / Google — what's going on?
Make sure you're using the same sign-in method you originally signed up with. SurfVault automatically links accounts with the same verified email address, so if you signed up with Google and then tap Sign in with Apple later using the same Apple ID email, you'll end up in the same account.
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## Still need help?
Email us at logan@surf-vault.com.
Please include:
- Your handle (e.g., @yourhandle)
- A description of the issue
- Your device model and iOS version (for mobile issues)
- A screenshot or screen recording if possible
We'll get back to you within 1–2 business days.